How do I submit a Support ticket?

What’s Included with Premium Support?

If you’ve purchased a license for one of our professional products or have a paid plan for one of our hosted products, Premium Support is included as part of our Support Agreement:

https://posit.co/about/support-agreement/

This applies to professional products like Posit Workbench, Posit Connect, Posit Package Manager, Shiny Server Pro, and RStudio Desktop Pro, as well as hosted products such as Posit Cloud, Connect Cloud, shinyapps.io, and Posit AI.

Premium Support covers the Posit products themselves, but does not cover:

• R or Python code
• Third-party packages
• Issues with the host machine or environment that aren’t related to the Posit product

Helpful resources:

• Documentation
• Product Requirements
• Best Practices 
• Community Resources

If you’re using one of our open-source or free products, or have questions about R, Python, or open-source packages, these resources might be useful:

• Posit Open Source
• Posit Community

For a list of Full Service Partners, please visit our Partners page.

For supported versions, see our supported versions page. We encourage you to use supported versions whenever you can, as older versions might have known issues that have been fixed in the latest releases. Using supported versions also helps us offer you the best troubleshooting support.

Support is available via email Monday to Friday, 9am–5pm US Eastern, excluding US federal holidays, per our Support Agreement.

We aim to respond to tickets promptly. If we're waiting for your reply, we'll send a reminder after three days of inactivity and close the ticket automatically after one week without a response.

We're committed to supporting you, and to help us resolve issues more efficiently, please include the relevant diagnostic information listed below when you submit your request.

Posit Workbench or RStudio Server Pro

First, check this page to ensure you're using a supported product version.

Submit a support request with a brief issue description and any error messages. For Workbench diagnostics:

1. Run: sudo rstudio-server run-diagnostics
2. Attach the generated diagnostics report to your ticket. The command output shows the file location. Sanitize sensitive data if needed and inform us.

For session diagnostics:

1. Add rsession-diagnostics-enabled=1 to /etc/rstudio/rserver.conf and restart the server. This creates session diagnostics files in /tmp. To change the location, see this section of the admin guide.
2. Attach relevant session diagnostics files to your ticket.

For Kubernetes issues:

1. Include logs and outputs as detailed in our Troubleshooting Launcher and Kubernetes guide.

If deploying from Posit Workbench to Posit Connect, review this article for troubleshooting tips.

Posit Connect (formerly RStudio Connect)

First, check this page to confirm you're using a supported version.

Submit a support request with a brief issue description and any error messages. Also, run the Posit Connect diagnostic script and attach the report to your ticket. You may sanitize sensitive data—please inform us if you do.

1. Run a server diagnostic report using: sudo /opt/rstudio-connect/scripts/run-diagnostics.sh /path/to/output/directory
2. Attach the diagnostic report to your support ticket (the script output shows the file location).

For deployment issues from Workbench to Connect, see this article for troubleshooting tips.

Posit Package Manager (formerly RStudio Package Manager)

To start, please check this page to make sure you're using a supported version of the product. 

Submit a support request with a brief issue description and any error messages. In addition, please run the Package Manager diagnostic script and attach it to the support ticket. You may sanitize sensitive data—please inform us if you do.

1. Run a server diagnostic report (run this command: /opt/rstudio-pm/bin/run-diagnostics)
2. Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).

If you do not wish to run the script, please provide a general description of the problem, along with any error messages you see.  In addition:

• General description of problem, including any error messages
• Linux distribution and version
• Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
• Version of RStudio Package Manager: rstudio-pm version
• Configuration file: /etc/rstudio-pm/rstudio-pm.gcfg
• Log file: /var/log/rstudio-pm
• Output of systemctl status or status
• Output of rspm list

Shiny Server Pro

To start, please check this page to make sure you're using a supported version of the product. 

Submit a support request with a brief issue description and any error messages. In addition, please include the following information:

• Linux distribution and version
• Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
• Version of Shiny Server Pro (run this command: shiny-server --version)
• Shiny Server Pro configuration file: /etc/shiny-server/shiny-server.conf
• Server log file: /var/log/shiny-server.log
• System log file: /var/log/messages or /var/log/syslog
• Check that permissions have been correctly set as described here

If the issue is specific to an application:

• Versions of Shiny package and other related packages
• Application log file (you may need to set preserve_logs true; in your shiny-server.conf file), per these instructions

Posit Professional Drivers

To start, please check this page to make sure you're using a supported version of the product. 

Then, please review the Troubleshooting guide, which contains troubleshooting information, as well. If you are unable to find a resolution, submit a support request with a brief issue description and any error messages.  In addition:

• Can you make a connection to the data source from the command line outside RStudio? Are you able to run queries successfully?
• Version of Posit product in use (run this command: rstudio-server version, /opt/rstudio-connect/bin/connect --version, or shiny-server --version)
• Version of R installed
• Which packages are you using to establish the connection?
• Version of the odbc package, if applicable
• Check the dependencies of the driver in question (note that this requires that you have installed unixODBC, as we recommend in the Pro driver documentation):
  • odbcinst -j will give driver location
  • cat odbcinst.ini to find the location of the driver in question
  • ldd <driver location> to find the system dependency libraries - resolve any missing dependencies

RStudio Desktop Pro (Commercial)

Please start by checking this page to make sure you're using a supported version of the product.

• If the IDE doesn't start, try the steps outlined in this article first.
• Run a diagnostic report and include it with your ticket.

shinyapps.io (Starter plan and above)

Check the Troubleshooting section in the user guide for quick solutions. If unresolved, submit a support request with a brief issue description, error messages, and include:

• Your account name or ID
• App URL and ID
• Output of rsconnect::showLogs() from RStudio IDE

Posit Cloud

Use the in-app support option or submit a support request with a brief issue description, error messages, and include:

• Account email
• Plan tier (Basic, Standard, Instructor, etc.)
• Space name and URL
• Project name and URL (if applicable)
• R or Python version
• Browser and version
• Description of the problem and error messages
• Screenshots if available

Connect Cloud

Use the in-app support option, which auto-captures your account and content context. Alternatively, submit a support request including:

• Account email
• Plan tier (Basic, Enhanced, Advanced)
• Content URL or GUID
• Deployment source (GitHub URL, RStudio IDE, Positron, Quarto CLI)
• Runtime versions (R, Python, Quarto)
• Description of the problem and error messages
• Browser and version (for UI issues)

Posit AI

Submit a support request with a brief issue description, error messages, and include:

• Account email
• Plan tier
• Description of the task and any errors
• Browser and version
• Screenshots if applicable

Uploading Diagnostic Reports

If your diagnostic report is larger than 40MB, it won't be accepted by our ticketing system.

Please try compressing the report before attaching it. You can find instructions here:

https://support.posit.co/hc/en-us/articles/9371563304727

If the compressed report is still too large, please create a ticket first, then use your ticket number to upload the file through our dedicated Support Upload tool:

https://posit-support.shinyapps.io/upload/

Capturing a HAR file

If needed, we may ask you to send a HAR file showing the network activity when the issue happens to help us investigate further.

You can find instructions for capturing a HAR file in different browsers here:

Capturing a HAR file

Also see: Generating a HAR file for troubleshooting